Delighting Your Customers Through Excellence

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Delighting Your Customers Through Excellence

• Estelle Read MCIPD, PG Cert in Coaching, Trainer
  of NLP
• Trainer and Executive Coach
• W 2beee.com E estelle_at_2beee.com
• T 0845 838 5955

Learners Employers And Providers Advancing Higher
Education Accessibility and Delivery The Lifelong
Learning Network for Derbyshire Nottinghamshire
2
Disappointmentto Delight

• When have you been disappointed as a customer?
• Why?
• When have you been delighted as a customer?
• Why?

Learners Employers And Providers Advancing Higher
Education Accessibility and Delivery The Lifelong
Learning Network for Derbyshire Nottinghamshire
3
Tip 1 Understand whats important

• We all have our own set of criteria
• Hierarchy
• Phil Kirsty, Location, Location, Location
• Avoid assumptions
• Ask (in relation to your customers purchase)
• What are the 3 - 5 most important things about
• Whats the order of priority?
• Then deliver!

Action How could this be implemented?
Learners Employers And Providers Advancing Higher
Education Accessibility and Delivery The Lifelong
Learning Network for Derbyshire Nottinghamshire
4
Tip 2 Learn to ask great questionsthen really
listen

• Was your meal OK for you today?
• Leading and a closed question
• Easier to go elsewhere if youre polite?
• Ask open questions

m m m m m
Action Devise 5 great questions
Learners Employers And Providers Advancing Higher
Education Accessibility and Delivery The Lifelong
Learning Network for Derbyshire Nottinghamshire
5
Tip 3 Obtain feedback through client reviews
Tip 4 Establish a review schedule and stick to
it!

• Client Relationship Management (CRM)
• Questionnaires
• Asking great questions!
• Opportunity for up-selling / helping your clients

Action What are the opportunities in your
business for obtaining feedback?
Learners Employers And Providers Advancing Higher
Education Accessibility and Delivery The Lifelong
Learning Network for Derbyshire Nottinghamshire
6
A Simplified Sample CRM System
Beer? Coffee? Phone call? Lunch? Event?
Obtain a client list and identify when they
were last contacted
Devise a schedule to contact informally every 4
6 months

• Agree review format
• Documentation what do
• you want to know?
• Who will conduct the meeting
• Account contact or 3rd party?

Schedule to meet formally, annually
Follow up on any agreed actions
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Tip 5 Become a customer (or enlist the help of
an honest friend!)

• Insular, blinkered, blind spots
• The mind deletes unnecessary information
• What is it like for a customer to
• Visit your premises?
• Deal with your staff face to face?
• Speak to your staff over the phone?
• Visit your website?

Action Who can be your mystery shopper?
Learners Employers And Providers Advancing Higher
Education Accessibility and Delivery The Lifelong
Learning Network for Derbyshire Nottinghamshire
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Tip 6 Attract more customers enhance customer
service by forming a working party listen to the
troops!

• Know what works / doesnt work
• Can access a wealth of talent and ideas
• If change is required
• Motivated by involvement (Herzberg Theory)
• Can share responsibility
• Take ownership for actions / change

Action Who could be in your working party?
Learners Employers And Providers Advancing Higher
Education Accessibility and Delivery The Lifelong
Learning Network for Derbyshire Nottinghamshire
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Tip 7 Utilise your existing network

• 7 contacts away from Barrack Obama!
• Whos in your network?
• Identify a Top 10 Most Wanted list
• Whos in your employees network?
• Action plan

Action Complete the Whos in My Network
Activity
Learners Employers And Providers Advancing Higher
Education Accessibility and Delivery The Lifelong
Learning Network for Derbyshire Nottinghamshire
10
Networking groups
Former work colleagues
Neighbours
Friends
Intermediaries Bank Mgr, Accountant Financial
Advisor Chamber
Suppliers
Whos in my Network Activity
Clients Existing Forgotten
Church
Work colleagues
Children's friends parents
Memberships Gym, Golf, Business
Family
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Tip 8 Develop rapport building skills so that
you can be like each customer
Tip 9 Learn to interpret whats not being
saidand then respond accordingly

• Different types
• Seeing, hearing and feeling people
• Dominant, Influential, Stable, Compliant
• Observe
• Posture, gestures, facial expressions
• Listen to
• Voice tone, pitch, volume, pace
• Match and mirror
• People like people like them

Action Develop Emotional Intelligence through
training or
people watching TV, bars, any public
placewithin reason!
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Tip 10 Be passionate

• If youre not passionate about what you do, how
  can you expect your customers or your team to be!
• Check your team for passion!
• Investigate causes of passion deficiencies
• Speak to the troops
• Whats the vision?
• What can they be proud of?
• Be a great leader and lead by example

Action Score existing level of passion out of 10
Learners Employers And Providers Advancing Higher
Education Accessibility and Delivery The Lifelong
Learning Network for Derbyshire Nottinghamshire
13
Free Leadership Appetizer

• Why not join us for our free half-day appetizer
  where we will be introducing
• The components of successful leadership
• Knowing yourself
• Authentic leadership
• Engaging others through Values
• Setting direction through Vision
• The Adair Model delivering objectives
• Date 8 October 2009
• Duration 09.00 - 13.00
• To book estelle_at_2beee.com